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|  |  |  | Get the vital information you need to handle day-to-day service management and strategic planning. |  |

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| Who are your best customers? What services do they want? When do they use them? You need answers to these questions. Understanding your customers and their impact on your business — and acting on that knowledge — is critical to your success. That's where CMS Analysis, our business intelligence (BI) solution, comes in. Companies who successfully leverage business intelligence technology have a better understanding of their customers, operations, and markets — leading to focused business efforts and rapid decision making.
CMS Analysis Introduction
CMS Analysis, a component of Ericsson's Customer Management Suite, is the business intelligence solution that gets the right data to the right people to produce the right results.
CMS Analysis at Work CMS Analysis provides various user groups throughout your organization with the critical and relevant business intelligence information they need, from customer usage data to billing events, in the format in which they need it.
Increased competition, multi-service complexity and more demanding customers are hallmarks of doing business today. But knowledge is your weapon. CMS Analysis provides you with the vital information you need to handle day-to-day service management as well as strategic planning. It tells you who are your most profitable customers — and what are your most profitable services. With this knowledge, you have the ability to better leverage all your business operations — product management, sales, marketing, finance, and more — to maximize revenues, identify new service opportunities, streamline costs, and increase customer loyalty.
Disperse Information
Disperse Critical Information to the Right People In the communications industry, decisions need to be right the first time. Errors translate to lost market share and resources. The right decisions are based on reliable and proven information. CMS Analysis provides various user groups with the critical and relevant business intelligence information they need, in the format in which they need it. Revenue leakage data is reported to product and finance management, "up selling" opportunities are sent to the sales department and performance management analyses are delivered to network operations. So, everyone is in the loop with the right information. With CMS Analysis, you can access that information much faster. You don't have to wait on your network or IT department to deploy it. And the time-consuming task of converting network data into timely business knowledge, through spreadsheet or database programs, is also a thing of the past. You gain the upper hand by receiving real-time notification of network events — such as delivered service quality, customer behavior, and service usage — all updated automatically with historical data and forecasted trends for quick comparison. This critical information is always available via your intranet; and users can quickly create, schedule, run and view reports via a Web browser. CMS Analysis meets your specific business intelligence needs without the cost, complexity and long delivery time associated with data warehouse systems.
CMS Analysis - Process Flow Diagram
Edge Out Competition
Answer Opportunity's Knock and Edge Out the Competition In order to capture and maintain new market share, you need to be able to identify your most profitable customer and service segments. CMS Analysis tracks and analyzes your customers' daily activity and gives you real-time information about their preferences and patterns. Armed with these reports, you can identify your most profitable customers, services and regions and segment your market accordingly. Now you can create customized service offerings and implement special campaigns and programs just for those segments. Or you can focus on under-performing services and implement a marketing campaign to promote them. By highlighting new opportunities based on timely, accurate customer behavior data, CMS Analysis helps you increase market share with new services tailored to the appropriate market.
Improve Delivery and Quality
Significantly Improve Service Delivery and Quality Retaining a loyal customer base is critical to your success. CMS Analysis helps prevent churn by providing real-time service surveillance and notification of Quality of Service (QoS) issues. With the ability to compare real-time data with historical data, you can issue alarms if the trend changes. When jitter or abnormal call termination occurs on subscriber circuits, this information is automatically sent to customer care for follow-up. Faster detection and problem solving allows you to meet and exceed customer expectations.
CMS Analysis allows you to:
• Monitor delivered QoS and utilization in relation to Service Level Agreements (SLAs). • Deliver updated service reports to your customers via the Internet and extranets. • Receive early notification when SLAs are at risk.
Transform Data into Knowledge
Transform Raw Data into Relevant Business Knowledge CMS Analysis consolidates data from a wide variety of sources — customer data, billing events, e-transactions, network traffic, and service usage and quality — and transforms it into timely, meaningful knowledge you can use to make decisions. With modular and flexible architecture, CMS Analysis works with 3G wireless, IP, ATM and PSTN services. It can interface with other Ericsson products as well as external systems and networks. For example, Ericsson's market-leading CMS Mediation feeds the valuable data contained in call detail records (CDRs) directly into CMS Analysis. So you can better analyze and track your customers' preferences and behaviors, and make more knowledgeable business decisions based on the facts.
Taking a Modular Approach to Communications Management CMS Analysis is a component of Ericsson's Customer Management Suite (CMS), a suite of integrated customer management modules that, together or separately, work to create powerful solutions. With future-driven technology and open architecture, CMS modules give you the flexible platform and dynamic tools that evolve along with your business. So that you can provide tomorrow's services, today.
Last Published February 15, 2002 |
Summary
With CMS Analysis, you can: • Quickly analyze your data with a powerful reporting tool. The reporting functionality of CMS Analysis allows users to get information quickly by accessing real-time predefined reports through Web browsers or e-mail systems. Administrators can easily build new, customized reports without programming. And, for more in-depth analysis, the module can quickly feed information into a data warehouse system. Available standard reports are based on industry-specific performance indicators and support wireline and wireless technology, such as PSTN, IP, ATM, GSM, GPRS, and UMTS. • Transition easily from a network focus to a customer focus. CMS Analysis helps you effectively manage the transition from a network-centric business model to one where customers and services are the central focus. New and different tools and technologies are required for success in the customer and service environment — which is the role of business intelligence and where CMS Analysis comes into play. • Integrate partner services over the long haul. CMS Analysis has a modular, flexible, and platform-independent architecture with open, published interfaces, which allows your partners to integrate their services and products. Customers benefit because the module expands over time to meet their increasing needs. Partners can perform customer upgrades and add new reports and functions as needed. Your customers and partners gain greater control and you reduce your lifetime cost in comparison with rigid proprietary solutions. • Improve your return on investment. Efficient deployment of services and infrastructure allows you to compare multiple data sources and constantly monitor traffic flow to identify inconsistencies and plan for future growth.

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